eBay

justin_collection · ‎07-19-2017

This is a signal flare for help. I've tried everything else, so maybe this will be seen by someone who can help. Screenshots are below the message.

There is a technical issue with the eBay shipping label page that is costing me greatly in money (due to not getting the top rated shipping discount from printing via eBay, and losing the extra $50 of included shipping insurance I would get as a top rated seller buying postage on eBay) and time (having to use multiple alternative shipping services. For instance, I use Paypal for labels, but if it is cheaper via a regional box I use USPS.com since those labels aren't available on Paypal. I'd save time just using eBay since those are all available).

I have spent hours on the phone and via messages and nothing is being done on this technical ticket. The issue has been recreated by eBay reps multiple times so it is not my computer.

Here are the details:

I am a top rated/power seller seller. Let’s say I have items sold ready to ship. When I get to the shipping page (image 1) I can either click the “click here” link or purchase postage button.

If I click the “click here” link I am taken to a help page (image 2) that directs me to the Account Settings > PayPal account page.

On this page, you will see my account is already linked (image 3).

I have unlinked it and linked it back.

You will see in Paypal eBay is listed in my active billing agreements (image 4) for selling fees and buying (images 5 and 6).

The primary method is my Paypal balance followed by American Express. Both methods have funds available, but you can see my PayPal account has an available balance (image 7).

Now I return to the page to print a shipping label. This time I will select to purchase postage. I get an error message (image 8 that says “We're having trouble printing your label. We had problem getting PayPal payment authorization. Please log into PayPal and update the funding source.”

I don't know what else to do. I've worked with eBay representatives on this for months and never get a response.

Image 1Image 2Image 3Image 4Image 5Image 6Image 7Image 8

justin_collection · ‎08-03-2017

Exactly. I've spoken to tier 1 and 2 support at eBay. The next level is their tech team which is not customer facing. I have to depend on them to create a ticket which is written under their understanding of the issue, which may not be correct. I've done this long ago and have not received a single update that was not prompted by me. When I've called in, they said that I could fix this by unlinking in the relinking the billing agreement. So then I have to re-explain the whole situation and it again it goes to the Tech team. Nothing has been accomplished. I understand that 99.9% of the time they've are dealing with the general public who doesn't know what they're doing and we just need to follow the directions, but it seems there's no way for a customer with a real issue who has done all the steps they're supposed to do can get this information to the person who can fix it and is actually willing to help.

berserkerplanet · ‎08-03-2017

It sounds like you have done what you can.

Hopefully if you stay on it Trinton can prod the tech team and get some resolution.

I don't think I'd be a happy camper if it happened to my account.

(note to self: nullify pre-approved payments at PayPal if closing/changing accounts 🙂

berserkerplanet · ‎08-03-2017

it isn't worth the negligle additional shipping discount for all the restrictions...

What? You won't offer 1 day handling, 174 day returns, free shipping, free return shipping, partial refunds, and bonus gifts, and stand in line at the PO to get acceptance scans to get that sweet, sweet, glorious 3% discount on some Priority Mail shipping? Slacker 🙂

However, I just realized I won't have access to print FedEx Smart Post labels at Paypal and I've used those many times for shipping heavier items. They were far cheaper than any USPS rate.

Yeah, Smartpost is a pretty good thing when it works for you and your buyers. Can be the difference between "I was able to list and sell this widgit" and "nobody is going to pay that much to ship this thing".

Think I'm going to have contact ebay and Paypal again or maybe I should just open a new eBay account that wouldn't know that other tainted Paypal account. This is so ridiculous.

Maybe justin_collection lit enough of a fire under eBay's bottom to get some action. You annoying eBay and Paypal some more might not hurt the cause either. 🙂

moxx · ‎08-03-2017

I went into my old Paypal account that has been restricted and was formerly used for all my eBay payments and shipping costs. I cancelled all the eBay shipping preapprovals for the three accounts linked to it.

I delinked and relinked one of my eBay accounts to the successor Paypal and tried to print a shipping label and got a different error message. Before I used to get the ones about updating my funding source, as you shown, but now I have one that says the billing agreement has been cancelled.

This gets better and better.

justin_collection · ‎08-05-2017

8/5/17 Still no solution. I'll give it two more weeks and then I'll submit the arbitration form so that I can get the discounts eBay promised me. It's not a threat, I just can't afford losing that competitive advantage for much longer. Customer Service can't figure out how to calculate my losses, so I don't see what else to do. I'd much rather the issue be fixed.

Someone please help me. I'm just an average guy trying to make a living. I feel like eBay would want to fix the issue if the right person had the information and the time to fix it. I don't have anything against eBay, but maybe eBay has gotten to big to handle things that come up that are one-off type issues.

justin_collection · ‎08-07-2017

8/7/17 Still no solution. 😞

Anonymous · ‎08-07-2017

@justin_collection wrote:

After canceling the agreements, I relinked to my PayPal account. Then I go to the ship a package. There is still no checkbox to agree to an eBay shipping agreement. I tried to purchase postage, and I get the same error.

Hey @justin_collection, I appreciate your patience through all of this as I know it has been an ongoing issue. Our tech team is having trouble recreateing this on their end and have asked if you can you tell us what happens when you click on the link in the lower right corner of the last photo in the quoted post? (“Want to update your Shipping Label Payment Method? Click here to get started!”) If you see an error message of some kind, please provide these details so we can work on a solution.

moxx · ‎08-07-2017

I have the exact same problems with 3 eBay accounts, which were all linked to the same restricted Paypal account that was also used for shipping labels. Once I cancelled the shipping certificates on that account, I have attempted to "update the shipping label payment method." Clicking on that link takes me to Paypal and I log in, but nothing changes from the eBay side. I have linked/unlinked and relinked on all three accounts to no avail.

justin_collection · ‎08-07-2017

Hi @Anonymous,

I mentioned that in the opening post. See image 2. It takes you to a help article that mentions the PayPal settings page where you can unlink the current account. It does not give an error.

You said they can't recreate the issue. Does that mean they can successfully purchase a label on my eBay account? I have had eBay representatives recreate it with me over the phone. I could do this live or via a recorded video.

Anonymous · ‎08-08-2017

@justin_collection wrote:

Hi @Anonymous,

I mentioned that in the opening post. See image 2. It takes you to a help article that mentions the PayPal settings page where you can unlink the current account. It does not give an error.

You said they can't recreate the issue. Does that mean they can successfully purchase a label on my eBay account? I have had eBay representatives recreate it with me over the phone. I could do this live or via a recorded video.

Hey @justin_collection, I appreciate you reiterating this for me. I know this has been very frustrating and will get this additional detail over to our tech teams and hopefully we can get to the bottom of this promptly.

justin_collection · ‎08-08-2017

@Anonymous Thank you.

justin_collection · ‎08-08-2017

@Anonymous

I have the most wonderful news! After 2 hours with Paypal and working with a supervisor, they were able to end the eBay shipping agreement on the now defuct Paypal account. This allowed me to create a shipping agreement with the correct Paypal account. Perhaps this is misinformation, but the Paypal representative said there is a way for the vendor, in this case eBay, to cancel billing agreements with their customers on their end - just incase that would be helpful. So Paypal can do it if you can get it to the right person. I am so happy. I'd like to thank everyone who has helped us solve this mystery!

moxx · ‎08-09-2017

But you had cancelled the eBay shipping agreement on Paypal. I've done the same on my defunct account and Paypal shows it as cancelled, as does eBay.

So that means I will need to spend 2 hours on the phone with Paypal. Ugh!

justin_collection · ‎08-09-2017

Moxx,

After Paypal cancelled the payment agreement, when I went back to print an eBay label it gave an error of cancelled. Then the next time I went to print an eBay label there was finally a checkbox to agree to set up a payment agreement. So just try to print again. Now that you got the a cancelled errror, I think you're good.

Anonymous · ‎08-09-2017

@justin_collection wrote:

@Anonymous

I have the most wonderful news! After 2 hours with Paypal and working with a supervisor, they were able to end the eBay shipping agreement on the now defuct Paypal account. This allowed me to create a shipping agreement with the correct Paypal account. Perhaps this is misinformation, but the Paypal representative said there is a way for the vendor, in this case eBay, to cancel billing agreements with their customers on their end - just incase that would be helpful. So Paypal can do it if you can get it to the right person. I am so happy. I'd like to thank everyone who has helped us solve this mystery!

Hey @justin_collection! While I am sorry it took so long to get this resolved, I'm happy to hear you were finally able to get this resolved! I can confirm at this time there is no way to cancel a PayPal billing agreement on our end, but will work to improve this process so issues like this do not arise again in the future. Touch base with me via the email conversation we've been having and we can look into getting you appropriately credited for the labels you were not able to print from eBay 🙂